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IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93
Authors:
Anthony Tardugno
,
Thomas DiPasquale
,
Robert Matthews
BUY ON AMAZON
Starting Page
Table of Content
Front Matter
List of Figures
List of Tables
About the Authors
Preface
Who Should Read This Book?
Acknowledgments
Chapter 1. Introduction
1.1 Background
1.2 Sourcing from WithinWhy Insource?
1.3 Planning for Success
Chapter 2. Getting Started
2.1 Writing the Job TicketThe Ask
2.2 Forming
2.3 Charting the Approach
Chapter 3. Establishing and Managing CoalitionsGaining Buy-In
3.1 Establish Management Buy-In Early
3.2 Establish Customer Buy-In Early
3.3 Establish Supplier Coalitions
3.4 Establish an Information Network
3.5 Identify and Understand Risk
Chapter 4. Business Linkage
4.1 Understanding the Company Mission
4.2 Services in a Traditional Business Framework
4.3 Object-Oriented Service Delivery Framework
4.4 Balancing the Services
4.5 Services Linkages
Chapter 5. Marketing and Communications
5.1 Marketing 101
5.2 Communicate Early and OftenWho,What, When, Where, How
5.3 DefineCommunicate the Metrics UpfrontQuality, Cost, Delivery, Value
5.4 UnderstandIdentify and Communicate Risk
5.5 Explain Roles and Responsibilities
Chapter 6. Taking a Customer Approach
6.1 Understanding Your Customers Requirements
6.2 Developing the Service Model
6.3 One-Stop ShoppingSeamless Delivery
6.4 Customer Satisfaction
Chapter 7. Processes and Procedures
7.1 Introduction
7.2 Customer Communication
7.3 Internal Communication Processes and Procedures
7.4 Change Control Process
Chapter 8. Structuring for Success
8.1 Introduction
8.2 Structuring the Organization
Chapter 9. Resource and Cost Model
9.1 Introduction
9.2 Resource Model
9.3 Estimating Server Units
9.4 Resource Spreadsheet
9.5 Cost Management
9.6 Ongoing DB Monitoring and Maintenance
9.7 Application Server Support
9.8 Cost Model
Chapter 10. Benchmarking
10.1 Why Benchmark?
10.2 Establishing a Company Profile
10.3 Identifying Target Companies
10.4 Developing Your Questionnaire
10.5 Analyzing the Benchmark Data
10.6 Implementation
Chapter 11. Measuring Success
11.1 Defining Success
11.2 Ensuring Success
11.3 Metrics
11.4 When Have You Reached Success?
Chapter 12. Lessons LearnedKey Messages
12.1 Overview
12.2 Processes
12.3 People
12.4 Communication
12.5 Technology
Chapter 13. Frequently Asked Questions (FAQ)
Appendix A. Job Descriptions
A.1 Account Manager
A.2 Oracle System Administrator (OSA)
A.3 System Administrator (SA)
A.4 Database Administrator (DBA)
A.5 Network Specialist (NS)
A.6 Operational Manager (Ops Mgr)
A.7 Customer Services Manager (CS Mgr)
Appendix B. Sample Service Level Agreement
Section I: System Availability
Section II: Problem Management
Section III: Support Services
Attachment B: Problem Severity Definitions
Attachment C: Problem Resolution Control
Attachment D: Status Call Contacts
Attachment E: Escalation Contacts
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93
Authors:
Anthony Tardugno
,
Thomas DiPasquale
,
Robert Matthews
BUY ON AMAZON
Absolute Beginner[ap]s Guide to Project Management
Common Budget Challenges
What Exactly Is a Project Change and Whats the Big Deal Anyway?
Essential Elements of a Project Change Control System
Keys to Better Project Team Performance
Five Key Principles
A Practitioners Guide to Software Test Design
Case Studies
Decision Table Testing
Data Flow Testing
Exploratory Testing
Appendix B Stateless University Registration System Case Study
SQL Hacks
Hack 61. Set Security Based on Rows
Hack 62. Issue Queries Without Using a Table
Hack 68. Cope with Unexpected Redo
Hack 78. Break It Down by Range
Hack 98. Find and Stop Long-Running Queries
Special Edition Using Crystal Reports 10
Implementing Parameters for Dynamic Reporting
Introduction
Troubleshooting
Using Crystal Enterprise with NAT
Viewing Reports over the Web
Professional Struts Applications: Building Web Sites with Struts ObjectRelational Bridge, Lucene, and Velocity (Experts Voice)
The Challenges of Web Application Development
Form Presentation and Validation with Struts
Managing Business Logic with Struts
Building a Data Access Tier with ObjectRelationalBridge
Building the JavaEdge Application with Ant and Anthill
Understanding Digital Signal Processing (2nd Edition)
RELATIONSHIP OF THE FFT TO THE DFT
REFERENCES
WHY CARE ABOUT THE HILBERT TRANSFORM?
Appendix D. Mean, Variance, and Standard Deviation
Section D.4. THE NORMAL PROBABILITY DENSITY FUNCTION
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